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I really cant thank you guys enough for all your help and support but it now has me thinking?
How many members are on this forum? Could we not all get together and write something,sign something and make sure it gets to the highest echelons of Motorbility Opperations?
I often hear said that theres so much wrong with the scheme there are problems with the scheme but as I have found some of the issues are with the couldnt care less attitude of the so called “Accredited” dealerships!
We are told of how its not easy to become accredited the training they are required to do etc etc so why are such a large number of these accredited dealers such a monumental cock up?
My recent tribulation with my X1 there were so many failings 🙁
But the one common denominator I find is the fault is squarly with a dealer not following correct protocol but its the sick,disabled customer that have to go cap in hand to motability to sort out the shortcomings of dealership who are not following the protocols they signed up to 🙁
In one sense the lady I spoke to yesterday was very caring simpathetic and wanted to sort this out for my best wellbeing but at the end of it all I felt I was scaulded like a naughty child and told if I do this again im off the scheme 🙁
For what exactly? For putting my trust and faith in a supposedly trained sales person who is supposed to provide the exact car I am leasing for an extended test drive who then takes me out for 20 minutes breathing down my neck in a year old used outgoing model car thats the wrong spec,wrong seats,wheel tyre combination then lets me sign on the dotted line and even at the point of handover fails to tell me that I have the right to check what im signing for and reject it if im not happy?
So that becomes my fault and not theirs?
I should not have any strike against me for something that has been a cock up at dealer level who chose to not inform me of my rights 🙁
I have terminated early before and I will list reasons and maybe others could advise if these were my fault or just circumstance of a ever changing disability or sometimes the fault of dealerships,motability or other external issues other than myself?
Nissan Micra I had it 2 years was great around town but once I moved and had to make long motorway journeys the car became frieghtning i was blown across several motoway lanes in cross winds as it had the weight of a paper bag 🙁
Micra long test drive A+ to dealer
I simply asked Motability advice they suggested I changed I never asked but still received a strike for it 🙁
I then had a Golf full term loved it to bits had a proper test drive in the correct model that paid off 🙂
Then got a Scirocco,I knew my health was detoriating fast and the Scirocco was like a last fling/bit of fun! I loved it would of gone full term with it but for a tyre yes a tyre i go a unrepairable puncture they sent me to quick fit i got a really bad mismatch tyre which made it handle like a pig even the dealership recognised Motability’s penny pinching had completely changed the dynamics of the handling 🙁
I pleaded with Motability to simply change that tyre their solution early termination,you couldnt make it up!
The Scirocco had it not been for the tyre would of gone full term but didnt on their suggestion!
Incidentally I haver received any test drive of the Scirocco being informed it would be exactly the same as a Golf!
It turned out fine (apart from that tyre) but motability should of come down on them like a ton of bricks really for no test drive whatsoever
Then followed several appauling quarterly lists and somehow I ended up in a Mini to be fair it was a decent little car but in the time i had it the roads got worse and mini suspension is fine on we kept roads but you can guess the rest………………………
The Mini was a Cooper D Automatic Hatch my test drive was in a Petrol Clubman Estate Automatic Oh dear!
Change the car “They Said!” So Golf Number 2 🙂
Two years happy motoring until a prang!
Was sat at lights a silly lady using her mobile not hands free run into the back of me 🙁
She got out screaming its my fault,my fault in front of many witnesses her insurance paid out but the car was repaired badly at Motability’s in house repairers they took it back three times and couldnt get it right so just told me to get another car I was gutted I loved that car but motability insisted they could repair it right so get another car!
It was replaced by my last Golf I had that for 4 and a half years!
So I only car I ever asked to terminate was the Mini really due to my health changing beyond my control.
Others it seemed to be motability’s way of simplifying shortcommings with the sytem? Possibly the Micra was my fault as i asked there advice and they suggested changing it I guess i didnt have to but chose to?
But the Rocco and The Pranged Golf thats down to them really
The BMW? If the protocol had been followed I would of been in the right car from the start but im being punished in a way for BMW being underhanded…………………………
BMW test drive in a 18 plate X1 SE Different seats,different wheels and though i can never prove it I suspect it had the suspension mode options as the ride was soft my supplied car is not 🙁
I know this post is getting long so I will cut it short now but a quick summery of other Motability Accredited Dealers blunders
No courtesy cars
Their Cars/MOT’s New Unregistered cars often parked in Disabled spaces 🙁
Incorrect Models/Nothing available for test drive
Too short test drives
Use their own bodyshops who cant always get repairs done correctly(Re My old Golf)
Kwick Fit its a Monopoly some branches are good with disabled customers others are appauling!
Kwick fit pushing whatever garbage tyre they can get away with (Re Scirocco)Nothing is perfect I know but theres so much going on under motability’s nose and its always us the hirer who gets landed in it because they dont inforce their own rules/guidlines/protocol with Accredited Dealers/Kwick Fit etc
When its good im very happy with the scheme,when its not I often feel we are being blamed for the scheme’s shortcommings of not sorting out the third parties involved like dealerships etc as we are the easy target to blame 🙂
Maybe just maybe its time we did the biggest survey ever that favours our views as the end user instead of Motabilty.the dealers at other third partys who are not providing what is promised to us?
Thoughts guys?
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Is it possible we could have dealer recommendation list from say 1 -5 stars, no criticism or comments just a basic star system?
Unfortunately I have suffered a brain injury and occasionally I get confused and often say the wrong thing.
About a week ago I sent an email to mobility asking a few questions regarding who represents us, the end user of the scheme.
I spent a fair bit of time reading up on the management and governance of the the charity and mobility. No where could I find any reference to representation of the scheme users.
As of yet, I have had no reply to my email.
Joss
Current car: BMW X2 sDrive 20i M Sport 5dr Step Auto In metallic Portimão Blue. 04:10:2025
Previous car:Peugeot 308 GT Premium 1.2 Pure tech Petrol.joss the reply if you get one would make interesting reading
I would imaging the reply will contain the speel that can be found within Motability Annaul reports about modern slavery and alike, oh and will definitely include their standard statement.
Complaints Publication Report
Under the Financial Conduct Authority’s Dispute Resolution: Complaints Rule Book, and in common with other organisations that offer regulated consumer credit products, we are required to publish the number of complaints we receive on an annual basis .And thier current Favourite.
We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.
Having been a Motability customer for the past 35 years, I do not recall ever getting a customer satisfaction survey sent to me.
I would imaging the reply will contain the speel that can be found within Motability Annaul reports about modern slavery and alike, oh and will definitely include their standard statement. Complaints Publication Report Under the Financial Conduct Authority’s Dispute Resolution: Complaints Rule Book, and in common with other organisations that offer regulated consumer credit products, we are required to publish the number of complaints we receive on an annual basis . And thier current Favourite. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.
I suppose if we are really concerned/unhappy we could always email our local MP and inform them the scheme is being let down by some of the offending dealers.
Unfortunately I have suffered a brain injury and occasionally I get confused and often say the wrong thing.
Having been a Motability customer for the past 35 years, I do not recall ever getting a customer satisfaction survey sent to me.
I seem to be forever getting the dammed things. Nearly every time I contact them I get some sort of survey or other about it meeting my needs, was my call answered quickly, how welcoming was the person whom I spoke with etc etc.
Dave
That’s just for the call centre and how the call handlers are doing, not what you think about the scheme and if it is meeting your needs as a scheme for the disabled.
Having been a Motability customer for the past 35 years, I do not recall ever getting a customer satisfaction survey sent to me.
maybe it’s because of the timings that we don’t realise with all the excitement, but upon collection of a new car the dealership always asks a few questions as part of the hand over or thier is normally some sort of questionnaire within the welcome pack, we too have received calls within the first 48hours just to ask “how the new car is”.
satisfaction figures are one of the easiest to manipulate.
I suppose if we are really concerned/unhappy we could always email our local MP and inform them the scheme is being let down by some of the offending dealers.
With the very well orchestrated silence surrounding Mike Betts expected Departure for the last Year (Motability Operations ) I would suggest an Email to the Newly appointed Interim CEO Barry Le Grys (Motability) might be the present best action to take as he will be very keen to impress within his New Roll. It is after all Motability that employs Motability Operations and the new CEO may be better placed and upbeat than an Local MP or even the out of touch Lord Sterling.
This may interest people on this thread https://www.gov.uk/government/consultations/how-public-funds-can-be-used-to-support-the-mobility-needs-of-disabled-people
Thanks for that link JamesR. I will have a look later and fill in.
Joss
Current car: BMW X2 sDrive 20i M Sport 5dr Step Auto In metallic Portimão Blue. 04:10:2025
Previous car:Peugeot 308 GT Premium 1.2 Pure tech Petrol.About a week ago I sent an email to mobility asking a few questions regarding who represents us, the end user of the scheme. I spent a fair bit of time reading up on the management and governance of the the charity and mobility. No where could I find any reference to representation of the scheme users. As of yet, I have had no reply to my email.
Just landed in my inbox. The reply!
Dear Mr Maxwell,
Thank you for completing our website feedback form on 31 October.
Motability (the Charity) oversees the Motability Scheme to ensure that it provides access to a wide choice of mobility solutions to disabled people that meet their needs, and that it provides excellent service and value for money. In order to effectively carry out their role, the Board of Governors, who are Trustees of the Charity, are made up of individuals with various expertise and specialist knowledge across a wide range of areas related to charity and the Scheme, and includes Scheme users.
In addition to this, both Motability and Motability Operations seek and welcome customer feedback through a variety of sources. This includes the customer helpline, online feedback forms, website surveys, focus groups, Customer Satisfaction Index (CSI) survey calls and consultations. Feedback is reviewed and escalated where needed in order to ensure the Scheme continues to provide the best possible customer service. The Scheme also works with the Joint Committee on Mobility for Disabled People and a range of individuals and disability groups to raise awareness of the Motability Scheme, inform policy and to address any potential Scheme related issues faced by their members.
If the members of the Which Mobility Car forum have feedback or specific Scheme related issues, I would encourage them to contact us through one of the available routes to bring such matters to our attention.
Kind regards,
Gail Rossiter
Communications
Motability
Warwick House
Roydon Road
Harlow
Essex CM19 5PX
Joss
Current car: BMW X2 sDrive 20i M Sport 5dr Step Auto In metallic Portimão Blue. 04:10:2025
Previous car:Peugeot 308 GT Premium 1.2 Pure tech Petrol.Thank You Joss for doing this for us 🙂
I think I may of got off on the wrong foot with some here? Im not looking to cause any trouble I just think that either Motability are not checking up on their Accredited dealers or they simply have no idea what is really going on at ground level?
My thread title “Should we collectively open up the biggest can of worms ever?” probably makes me sound like im out to cause trouble but its simply not the case.
I just despair that once a dealer has Accreditation how many of them dont care and we just become another customer rather than a disabled customer with varying special and specific needs that the dealerships are supposed to be trained to a standard which then they dont follow and nobody appears to check up on them 🙁
This post was really put up because there appears to be a heads in sand thing going on and if motability were brave enough to admit that many dealerships were falling short of the standards they are supposed to reach the can would surely start letting the worms out?
I do fear however that though Motability do care about customers when things go wrong they dont appear to want to get to the route of the problem?
Right now though im struggling with my condition and the car has taken a back seat and hence why I havnt been online much,Motability have told me to take my time and let them know when im ready to terminate and then get things back on track.
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